Job Description
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.
JOB SUMMARY/OVERVIEW
The Customer Issue Specialist works as a member of a team dedicated to increasing client’s perceived value of TriNet’s services and overall level of satisfaction. The Customer Issue team is responsible for intake of internal colleague issues related to tax, payroll, HR policy, benefits, product, and legal, ensuring issues are reviewed within 2 business hours.
The Specialist ensures issues are triaged and routed to appropriate parties or redirected to the correct path of escalation. To be successful, the Specialist must effectively apply project management principles, processes, and tools.
ESSENTIAL DUTIES/RESPONSIBILITIES
- Responsible for day to day operations supporting Issue Center process and customer service delivery
- Works closely with your Customer Issues management team to triage and route incoming Issue Cases to the correct channel for resolution
- Responsible for taking initiative and action towards professional development
- Responsible for contributing to TriNet’s customer retention and customer satisfaction goals
- Triages reported issues from customers and Customer Experience colleagues
- Correctly routes or redirects the reported issue to the proper channel for resolution
- Works closely with internal and external stakeholders to ensure that solutions meet the expectation and can scale for future needs
- Provides consultative support to Customer Experience colleagues requesting escalation assistance through various channels
- Proactively manages risks with the escalation analyst’s team and coordinate solution options for issues
- Supports customer meetings and discussions related to escalations
- Other projects and responsibilities may be added at the supervisor’s discretion
JOB REQUIREMENTS AND QUALIFICATIONS
Education:
- Associate degree desired; or equivalent education/work experience
- Minimum 2 years customer service experience; or combination of operations/customer service experience
- Experience in the PEO Industry is preferred
- Experience in HR, Benefits, or Compliance is preferred
Training Requirements (licenses, programs, or certificates):
- PMP or related certifications preferred
- Six Sigma Certification preferred
Other Knowledge, Skills and Abilities:
- Proficiency in Microsoft Office Suite, PeopleSoft and Salesforce
- Fluency in English, bilingual a plus
- Strong attention to detail and organizational skills, even when executing under pressure
- Ability to demonstrate a customer service mindset bringing an enthusiastic and collaborative approach taking delight in getting stuff done in effort to provide an excellent customer experience.
- Ability to exercise good judgment and a negotiating mindset.
- Excellent verbal and written communication skills including interpersonal, presentation, and facilitation skills.
- Ability to define and execute a streamlined process using both human interaction as well as system automation capabilities
- Ability to maintain confidentiality of corporate data
- A demonstrated commitment to high professional ethical standards and a diverse workplace
- Ability to adapt and thrive in a fast paced continually changing business and work environment while managing multiple priorities
- Ability to resolve issues and in a team office environment; to communicate professionally across many organizational levels and functions (both internally and externally) driving business engagement and teamwork; to effectively build rapport with stakeholders
WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
- Work in clean, pleasant, and comfortable office setting
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
This position may be performed remotely anywhere within the United States.
As an applicant seeking to work in the state of California; city of Cincinnati; the state of Washington; Toledo, Ohio; state of Nevada; state of Connecticut; state of Maryland; or state of Rhode Island you are entitled to information about the salary range for this role. Please contact recruiting@trinet.com for further information.
COMPENSATION AND BENEFITS: For applicants in the state of Colorado the salary range for this role is $48,290 to $70,290. A candidate’s final salary offer will be based on the candidate’s skills, education, and experience.
COMPENSATION AND BENEFITS: For applicants in the state of New Jersey the salary range for this role is $52,680 to $76,680. A candidate’s final salary offer will be based on the candidate’s skills, education, and experience..
A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.
Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.